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HP (US)

  Technology Retail in the US

HP overall Effort Score: 57 HP (US) vs 57 HP (US) last quarter
Sector Effort Score benchmark: 58 HP (US) vs 58 HP (US) last quarter

HP has retained 6th position again this quarter after maintaining its Overall Customer Effort Score of 57.

Two of its pillars kept the same score, with Knowledge and Expertise and Speed of Resolving the Problem scores sitting at 56 and 55 respectively.

The area for improvement for the US arm of HP is its Style of Communication pillar score, which dropped -1 point to 60. Diving further into this decline, we see this is due to the politeness of its customer service agents. Last quarter, 41% rated it as ‘good’. However, this quarter, this has dropped 5% to 36%.

It’s a real mixed bag for HP this quarter, but there is good news. Its Valuing the Customer pillar score increased +1 point to 59. More of its customers (4% higher) ranked the tech company for its range of solutions or options that were suitable. In total, 44% ranked them as ‘excellent’ for this.

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Customer Effort in detail

Style of Communication 60 vs 61 last quarter

36% say the politeness of their customer service agents is 'good'

46% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 56 vs 56 last quarter

39% rate the expertise of the customer service agent as 'good'

43% say the way details were clearly explained to them was 'good'

38% rate how well the customer service agent understood their particular problem or question as 'good'

Understanding & Valuing the Customer 59 vs 58 last quarter

42% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

44% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

42% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

Speed Solving the Problem 55 vs 55 last quarter

42% rate how they were not left on-hold or in a call queuing system for a long time as 'good'

40% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

34% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.

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